Director, Customer Services

At VEBT, employees are our No. 1 investment. We are looking for a high functioning, detail-oriented professional who can juggle various tasks with accuracy and is interested in molding their career with an award-winning, growing company.

Duties and Responsibilities:

• Leads the creation of customer experience strategies
• Establishes customer experience design principles for the organization
• Identifies opportunities to optimize or fulfill new customer & partner needs across journeys, to drive customer loyalty, business results, and improve overall experience
• Tracks, analyzes, and communicates program performance; recommend action plans to address variances in performance against annual plan
• Guides the holistic portfolio approach for the broader Customer Experiences team, to create shared understanding across internal and cross-functional stakeholders, drive prioritization and shape the direction of the team
• Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices
• Develops, measures and reports on service metrics for each functional areas of responsibility.
• Develops service level standards focused on reducing response times, providing high customer satisfaction, and report on service metrics, including any customer feedback or trends in product or service issues.
• Manage an organization wide project portfolio to ensure key goals are met. Lead strategic and critical programs that support Customer Service strategy and vision.
• Build scalable plans and mechanisms to deal with the most ambiguous situations, assessing resource needs and removing bottlenecks..

Qualifications:

3-5 years experience of Product Management or Program management
Bachelors degree in business, marketing, or other relevant field

This is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.